Head of Customer Advisory Services, Dynamics

4 weeks ago

Swansea, United Kingdom Tribal Group Full time

£60,000-£70,000

Remote/Swansea, UK

Tribal

We are a leading EdTech business providing market leading software solutions to the global education market. We strive to research, develop and deliver the products, services and solutions needed by education institutes worldwide to support their primary goals of educating students, providing optimum learning experiences and ultimately delivering successful outcomes.

Our Customer Advisory/Support team has its proven success to ensure strong customer advocates and deliver an outstanding customer experience to ensure customers are using Tribal’s products effectively and successfully.

About the role

The Head of Customer Advisory Services, Dynamics shall model the behaviours expected of the Tribal staff and encourage team members to develop their professional skills, along with leading continuous service improvement and major change activities to build increasingly high performing services.

This role will work closely with the Dynamics practice stakeholders to maximise the ‘value’ of Tribal solutions throughout the entire customer lifecycle, in turn ensuring loyalty and maximising potential to secure renewal opportunities

**Key Deliverables**:
Management of the customer advisory function for the relevant product in line with Tribal’s agreed standards for People Supervisors
To monitor and be accountable for the smooth delivery of the customer advisory, and associated support & delivery service functions and provide status reports as required.
Facilitate team meetings and activities, including progressing meeting outcomes and actions.
To maintain service continuity and resilience for customers including incident management, incident communication, knowledge management and data capture processes
To be responsible for the day-to-day management of key processes around incident, problem, change and request, including identification.
To provide leadership and act as a mentor and coach to all members of the team
Build strong relationships with key customers and at multiple levels within the organisations.
Identify, prioritise and resolve customer issues/concerns

The Person

The Head of Customer Advisory will contribute to the success of the role by bringing experience across effective leadership of a function and provide expert customer operations, dealing with incidents and problems as well as providing proactive solutions to customers using documentation and direct engagements.

**Key Responsibilities and Experience include**:
Strong quality driven customer service skills and excellent interpersonal skills with the ability to be able to build and maintain effective collaborative relationships with customers
Excellent organisation skills and planning skills
Strong background and experience managing and leading a team
Good attention to detail with ability to deliver high quality outputs to tight deadlines
Experience working with customer support and success teams
Demonstrable experience of relevant product knowledge and implementation strategies within MS Dynamics space
Strong knowledge and experience working with MS Dynamics Products, including Dynamics 365 Power Platform and its major updated (Wave)
Strong experience managing customer changes, upgrades and initial implementations of Dynamics 365 Software within the customer Power Platform tenancy

What can Tribal offer me?

This is an unrivalled opportunity to join a team of driven, meticulous, and passionate professionals, who are challenging the status quo of products that are provided globally to institutions that specialise in education, training, and learning. Our software is world-class, and we believe we give our teams the tools, environment, and training to be world-class too. Not only will have full access to learning resources to continue to up-skill whilst part of our team, as well as paid time off to complete training, but we offer competitive salaries, a flexible working environment, and a generous range of benefits.

**Please Note**: This roles requires travel on average once per month to our office in Swansea.

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